Module 1 V2

8/3/2019 Module 1 V2

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Tech Mahindra Limited confidential© Tech Mahindra Limited 2008

ITIL V3 ± Module 1

Service Management as a practice

8/3/2019 Module 1 V2


Agenda

Let¶s Sign SLA«

Course Format

ITIL, Birth « till date

What is Service?

What is service management?

Function, Role and Processes

Process Model

How to recognize Process?

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Let¶s Sign SLA«

Cell Phones in silent mode. Don¶t accept calls in hall.

Avoid Laptops to get full benefit of course

Breaks to be matched with course flow

Engineers and Scientists ± Log Off « - It is not going to

change anything technically ???

Understand why are we learning this -Learn Processstandardization to technical teams

Examples ± Outside IT ± Limited but Welcome

Debates make course interesting. However time is money.

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Course Format

Trainer Lead Course

Online ± Exam Quest

3 full day Instructor led Sessions

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Exam format and details

Let¶s not worry. It is simple and easy«common sense

documented

Almost all of us cleared the exam with decent score

If we can, you too can«

It is 40 questions objective exam by EXIN

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IT Infrastructure Library (ITIL)

Best Practice for IT Service Management

- Proven µGood Practice¶ that is in wide industry use

Provides detail for other industry frameworks and

standards.

For example

- COBIT- ISO / IEC 20000

First published by OGC, UK Govt. in Late 1980s

Updated to V2 in 2000/2001

- Improved for international audience

- New types of service delivery

Updated to V3 in 2007

- Lifecycle model

- Greater focus on strategy and business outcomes

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PRESS TO RETURN

ITIL V2Foundation

Certificate 1.5

2 ITIL V3 Foundation Certificate in IT Service Management 2

SS SD ST SO CSI

3 3 3 3 3

Lifecycle Modules

OSA PPO RCV SOA

Capability Modules

4 4 4 4

Managing Across the Lifecycle

ITIL Expert*

Advanced

Level

ITIL V2

Managers

Certificate17

ITIL V3Managers

Bridge5 55

V 3 FoundationBridge 0.5

ITIL V2

Practitioners

Certificate17

ITIL V3 Qualification Scheme

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1

What is a Service?

A µService¶ is a means of delivering value to customers byfacilitating outcomes customers want to achieve without the

ownership of specific cost and risk

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What is Service Management?

Service Management is a set of specialized organizational

capabilities for providing value to customers in the form of

services

And «

A set of Functions and Processes for mapping services over

their Lifecycle

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Cube Representation

Services : ERP, Network, Billing, Email

Processes

Change,

Release

Problem

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Functions, Roles and Processes (1 of 2)

Function

- A team or group of people and the tools they use to carryout one or more processes or activities

Role- A set of responsibilities, activities and authorities granted

to a person or team

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Functions, Roles and Processes (2 of 2)

Process

- A set of activities designed to accomplish a specificobjective. A process takes defined inputs and turns them

into defined outputs. A process may include roles,

responsibilities, tools and management controls required to

deliver the outputs

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A Process Model

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Characteristics of process

Customer

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How to recognize a process

It is measurable

It delivers specific result

Primary result are delivered to customers or stakeholders

It responds to specific events

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Small Exercise

Explain the Exercise and Break

Documents

Module 1 V2